BeyondTrust Remote Support

BeyondTrust Remote Support

Adds BeyondTrust Remote Support Integration powered by Bomgar

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Simply locate the BeyondTrust Remote Support app in the Zendesk Apps Marketplace (Admin > Apps > Marketplace) and click Install.

Settings for the app include (required settings in bold text):

  • Title – Name of the app provided in upload step; can be overridden here
  • Hostname – Hostname of the BeyondTrust Remote Support appliance
  • Issues – A list of issues from which an end-user can choose when using the ‘Get Support Now’ button to start a chat session. These should be entered one per line in the format issuecode=IssueName where issuecode is the issue code configured for the issue in the Remote Support appliance /login interface and IssueName is the user-friendly name that will be displayed to the end-user in the dropdown list.
  • Jumpoints – A list of Jumpoints configured for the Remote Support appliance from which an agent can choose entered one per line.
  • Allow Jump-To Pinned Client Session – Determines whether jump method is available to agents
  • Allow Push and Start Local Jump Session – Determines whether jump method is available to agents
  • Allow Push and Start Remote Jump Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered)
  • Allow Remote Desktop (RDP) Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered)
  • Allow Remote Console Session – Determines whether jump method is available to agents (if enabled, requires at least one Jumpoint to be entered)
  • Enable role restrictions – This is a standard Zendesk app setting that allows you to customize which (agent) roles will see the UI elements provided by the app

Once the app is installed and configured, you should see the UI elements (buttons) in the appropriate section when viewing an existing ticket or creating a new ticket.

The final portion of the app is for end-users and must also be configured by an administrator. Just as with the Generate Session Key and Jump buttons, when viewing a ticket administrator users will see an additional button labelled Customize Help Center. Clicking the button will open a modal dialog with instructions for editing the current theme to add the support button to ticket views for end-users. When clicked, a chat support session tied to the selected ticket will be started and routed to the appropriate team based on the issue selected by the user prior to clicking the button.

The BeyondTrust Remote Support Integration app is one half of a two-part integration with BeyondTrust Remote Support, providing necessary UI elements which allow a user to perform common Remote Support tasks from within Zendesk. These actions include the ability to generate a BeyondTrust Remote Support session key linked to the current ticket or to leverage BeyondTrust Remote Support's Jump technology to access a remote system in order to investigate or resolve a ticket.

App Details

  • Author: BeyondTrust Corporation
  • Price: Free
  • Support: Email / Website
  • Version:2.1.2
  • This is an app. It will install right into your Zendesk Support account.

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